Customer Support Team Leader | Makati |Day 1 HMO | Up to PHP70K

Lead with Confidence. Empower Teams, Elevate Experiences.

Your leadership drives performance, inspires collaboration, and ensures every customer interaction leaves a mark of excellence. Work-life balance isn't just a promise-it's part of how we thrive. In this leadership role, you'll enjoy stable hours, weekends off, and the freedom to recharge outside work while leading a dynamic team in the fast-paced world of financial services.

Job Description

As a Customer Support Team Leader, you will lead a dynamic team across multiple departments, driving excellence in performance and service. You'll provide direction, motivation, and mentorship, ensuring goals are achieved while maintaining an exceptional customer experience.

Job Overview

Employment Type: Full-time

Shift: Day Shift, Consecutive Off

Work Setup: Onsite, Makati

Salary: PHP 55, PHP 70,

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment; available to account holders with at least 6 months tenure)
• Unlimited upskilling through Emapta Academy courses
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• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited employee referral incentives across the organization
• Standard government and Emapta benefits
• 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 6 months to 1 year of experience as a team leader in an AU financial institution or payments industry campaign is highly preferred.
• Prior leadership experience is an advantage.
• Background in IT, software, or Level 1-3 technical support is desirable.
• Strong leadership skills with the ability to inspire, influence, and foster collaboration.
• Excellent communication and interpersonal skills across all organizational levels.
• Proficiency in MS Office; Power BI knowledge is a plus.

Your Daily Tasks

• Allocate tasks and activities, managing team workflows efficiently.
• Monitor and report on churn rates and trends when required.
• Actively oversee queues, phone calls, emails, and messages to ensure prompt responses.
• Review performance metrics, SLAs, and query aging, creating improvement plans as needed.
• Ensure that customer needs are met through superior service delivery.
• Collaborate with internal teams to manage and optimize team functions.
• Provide ongoing guidance and training on policies, procedures, and best practices.
• Liaise constructively with management and other teams to uphold service standards.
• Support quality and performance processes through assessments, reporting, and analysis.
• Offer timely feedback and coaching to foster career growth and engagement.
• Promote a positive, learning-oriented, and collaborative team culture.
• Handle escalated customer disputes and critical issues professionally and effectively.
• Manage team performance reviews, recognition, and disciplinary processes when necessary.
• Create and manage team rosters and daily schedules to ensure proper coverage.
• Lead and coordinate review processes for both new and tenured team members.
• Perform other duties as assigned by the management team.

About the Client

Our client is an Australian-based financial services provider specializing in payment solutions that simplify transactions and empower businesses to grow with confidence. With a focus on innovation, efficiency, and customer satisfaction, they are transforming the way people and businesses experience payments. Their mission is to build smarter, faster, and more secure financial systems that make life easier for clients and consumers alike.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra